Customer Service Specialist (Facebook Community Manager) at OptiNizers

About this role

Job Title: Remote Customer Service Representative (with Facebook Community Management) Job Type: Full-Time | Independent Contractor Schedule: 6 days/week, 9AM-6PM PST About the Role: A friendly, detail-oriented Customer Service Representative is needed to support a growing U.S.-based import and trading company that sells consumer products online. This role focuses on responding to customer inquiries, managing subscriptions and customer accounts, and maintaining an active, positive Facebook community for the brand. The ideal candidate is service-minded and organized, and communicates clearly and warmly in writing. They should be able to resolve customer concerns quickly and accurately, keep account records clean, and engage the brand’s Facebook community in a way that builds trust and loyalty. Key : Customer Support (Email, Chat & Messages)
Respond to customer emails, social media chats, and direct messages promptly and professionally
Answer questions about products, orders, shipping, and returns
Handle complaints and escalations with empathy, and find a resolution
Maintain fast response times and a consistent brand voice across channels
Subscription & Customer Account Management
Process subscription requests, including sign-ups, pauses, skips, changes, and cancellations
Update customer account details such as addresses, payment issues, and order changes
Process refunds, replacements, and billing adjustments accurately
Keep customer records organized and up to date
Facebook Community Management
Monitor and respond to comments, posts, and messages in the brand’s Facebook community
Encourage member engagement and keep discussions positive and on-brand
Moderate the community by removing spam and handling negative comments professionally
Share recurring customer feedback and questions with the team
Reporting & Process Support
Track common customer issues, inquiries, and trends
Flag recurring problems with products, orders, or shipping to the team
Help improve support templates, FAQs, and internal processes
Qualifications & Ideal Traits: Must-Have
Previous experience in customer service or customer support, preferably for an e-commerce or online brand
Experience managing customer accounts, orders, or subscriptions
Experience managing or moderating a Facebook group or online community
Excellent written English communication skills
Strong attention to detail and organization
Ability to work independently and manage multiple conversations at once
Availability to work full-time, 6 days a week
Preferred
Experience with e-commerce, subscription, or product-based brands
Familiarity with helpdesk or subscription tools such as Shopify, Recharge, Gorgias, or Zendesk
Comfort using Meta Business Suite
Working Environment:
Fully remote role
Fast-paced e-commerce environment
Direct impact on customer satisfaction and brand loyalty
High level of autonomy and ownership
Collaborative support for a growing product brand
Potential for long-term growth as the business expands
Originally posted on Himalayas